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Service Design by Ben Reason, Lavrans Løvlie, Andy Polaine

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CHAPTER 7

Images

Prototyping Service Experiences

Defining Experience

Types of Experience

Expectations versus Experiences

Considering Time as an Object of Design

Service Experience Prototyping

Summary

When Ben’s six-year-old daughter (Figure 7.1) fell off her bike and bit through half her tongue, he and his wife took her to the local hospital, where the staff did not have the skills to stitch it up, then to the University College London Hospital, where there is a specialist facial injuries team.

Images

FIGURE 7.1Ben’s daughter experiencing a swing.

At first, ...

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